Over time, Mercarik’s Salesforce environment accumulated duplicate Contact records due to multiple data sources and integrations. Identifying and merging these records required manual effort and increased the risk of inconsistent client information.

In addition, emails and client-related activities were not consistently visible in Salesforce, making it harder for consultants to understand client history and coordinate work. These issues affected reporting accuracy and added overhead to everyday tasks.

Mercarik needed to resolve existing duplication issues, prevent new conflicts from occurring, and improve visibility into client communications — without expanding scope beyond what was necessary.

Redtag worked with Mercarik to identify where duplicate records were being created and how activity data was being captured. The engagement began with discovery and solution design to understand data flows and integration behavior.

Based on this analysis, Redtag reviewed Lightning Sync settings and Jotform integration triggers, implemented Salesforce Duplicate Rules, and merged existing duplicated Contact records. To improve activity visibility, Einstein Activity Capture was configured so emails and activities are automatically recorded in Salesforce.

The solution relied on standard Salesforce functionality and was limited to the areas directly contributing to the problem.

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